Air Passenger Protection Regulations (SOR/2019-150)

Marginal note:Information — cancellation, delay, denial of boarding

• 13 (1) A carrier must provide the following information to the passengers who are affected by a cancellation, delay or a denial of boarding:

  • (a) the reason for the delay, cancellation or denial of boarding;

  • (b) the compensation to which the passenger may be entitled for the inconvenience;

  • (c) the standard of treatment for passengers, if any; and

  • (d) the recourse available against the carrier, including their recourse to the Agency.
    

• Marginal note:Communication every 30 minutes

  (2) In the case of a delay, the carrier must communicate status updates to passengers every 30 minutes until a new departure time for the flight is set or alternate travel arrangements have been made for the affected passenger.
  

• Marginal note:New information

  (3) The carrier must communicate to passengers any new information as soon as feasible.

• Marginal note:Audible and visible announcement

  (4) The information referred to in subsection (1) must be provided by means of audible announcements and, upon request, by means of visible announcements.

• Marginal note:Method of communication

  (5) The information referred to in subsection (1) must also be provided to the passenger using the available communication method that they have indicated that they prefer, including a method that is compatible with adaptive technologies intended to assist persons with disabilities.